Employee Well-being in Call Centres

By David Holman. 2004

95 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/685c330927ff58d6fd29abb3d114f617393dbf9d

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Work motivation, organisational identification, and well-being in call centre work (2006, background): “As many call centres use monitoring procedures such as test calls and recording of calls (Holman, 2002 ; Holman, Chissick, & Totterdell, 2002 ), violations of this norm will be easily detected.”
Phoning in sick? An overview of employee stress in call centres (2003, background): “Customer-employee interaction ± Totterdell and Holman (2001)”
The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility (2010, background): “Working conditions in call centers can be highly standardized, with employees being strictly monitored, even during their break times to ensure that they return to their phones within a specific amount of time (Holman, 2002).”
Emotion regulation in customer service roles: testing a model of emotional labor. (2003, background): “However, there is only limited research concerning the impact of work in call centers on employees’ psychological health (e.g., Chalykoff & Kochan, 1989; Deery, Iverson, & Walsh, 2002; Holman, 2002; Zapf et al., 1999).”
What is typical for call centre jobs? Job characteristics, and service interactions in different call centres (2003, background): “For example, we did not check whether performance was monitored electronically, which appeared to be a stressor in the study by Holman (2002).”
Satisfaction with HR practices and commitment to the organisation: why one size does not fit all (2005, background): “The assembly line, call centre or retail customer service worker often has little discretion and works within a highly structured and closely monitored environment (Korczynski, 2002; Holman, 2004; Gutek, 1995).”
‘India calling to the far away towns’ (2005, background): “This sense of distinctiveness remains a powerful theme in the literature, notwithstanding (unsuccessful) attempts to portray call centres, at least in terms of workers experiences, as unexceptional (Holman, 2004: 238).”
The impact of physical environment on employee commitment in call centres: The mediating role of employee well‐being (2009, background): “For his part, Holman (2003) failed to find a single study linking physical environment and employee well-being.”